Key Steps to Enhance Your Customer Service Part 3

When working with customers you have to be able to deal with many different
challenges that will arise. The answer may not be the easy route; however, when
faced with a difficult situation, always adapt your procedure to best fit the
needs of the customer.

Dealing with Special Challenges: A clothing store salesman was faced with an
unusual situation when a man came to his store wanting a custom made suit. The
customer indicated he had not been very happy with clothing that he had
previously purchased elsewhere. He questioned whether this
salesman could provide a properly tailored suit. At first glance, it
seemed to be an easy fit--except that the customer had a prosthetic
right arm. Every tailor had attempted to make a suit that conformed
to the man's artificial arm, which resulted in an overall uneven
appearance. The salesman suggested he accompany the customer to
the manufacturer that made the prosthesis so they could make an
arm to fit the suit, instead of trying to make the suit to fit the arm.
The company subsequently developed the prosthetic arm to the
salesman's specifications, enabling him to make the suit. He had
a satisfied customer who also became a good friend. That was
exceptional service.

I became acquainted with this same salesman, who knows
the type of clothing I like and calls me on a regular basis to suggest a
new shirt, coat or tie. Then he drives an hour to my home to deliver
these items for my approval. In addition, he has arranged speedy
tailoring or dry cleaning jobs in order to accommodate my travel
schedule. In one instance, he met me at the office early one
morning, after I had just arrived from a long business trip. He took
my suits, had them cleaned and returned that afternoon so that I
could take them on another trip. Most clothing stores would not
make such an effort.

If you put the customers needs before your own, they will remember your
services as exceptional and will be back as a return customer. In the
competitive sales environment customer service is key and dealing with
challenges only enhances that service.